IT Support Analyst - Onsite Job at Accenture
ACCENTURE's Flexible Workforce solves clients’ toughest challenges by providing cross-industry expertise, unmatched innovation, World-class tech and talent. We help bring it all together to deliver tangible business outcomes for our clients with contractors and our extended workforce opportunities. Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work for and Diversity Inc’s Top 50 Companies for Diversity lists. And that's just the beginning. Now is the perfect time for you to consider opportunities through our Flexible Workforce.
What's In It For You :
- Collaborate with a diverse network of people
- Actively deliver innovative solutions for Accenture's clients
- Apply your skills and experience to help drive business transformation
- Work locally or remotely, significantly reducing or eliminating the demands to travel
Project Description:
- Provide technical support for resolution of customer IT problems, incidents, issues, requests and queries.
- Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
- Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
- Focus on customer contact, not transaction processing.
Responsibilities
:
- Ensure proper documentation, notification, escalation, tracking and follow-up
- Receive and log internal and/or external customer problem/request/issue and ensures proper documentation
- Perform customer request/problem identification and follow defined procedures to resolve correctly; document troubleshooting efforts and customer information in data capture tool and, when required, transfer call or promptly notify responsible party for resolution
- Perform incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
- Manage team and liaise with support/product teams to resolve requests/issues in timely manner
- Share information required for the team to be successful
- Act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead, and promote client products and services by suggesting additional or alternative products to meet customer’s needs
- Manage the team by resource-planning to optimize availability, set individual goals/objectives and ensure individuals meet their targets
- Deliver new hire training/refreshers; recommend enhancements to existing training content, and assist in the design and creation of relevant training material
- Provide technical support to resolve customer IT requests/issues
- Develop and maintain knowledge of customer and customer-specific business environment, customer Service Level Agreements and department’s/product’s key performance requirements
- Demonstrate understanding of the customer’s business needs or market and maintain high customer satisfaction ratings
- Follow up on incidents to ensure customer satisfaction; complete outbound customer contacts to resolve customer issues or recommend products/services, e.g., request bill payment, follow up on customer issues; complete and resolve non-call customer contact requests received by mail, web or email
- Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
- Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction; take accountability for effectively handling senior-level escalations or customer complaints received via various sources
Basic Qualifications
:
- 85% Windows based machines including Dell, HP and Lenovo, so experience with this equipment is necessary
- MS Suite of apps including O365, Teams, SharePoint, Outlook
- Surface hubs, Cyviz, Microsoft Teams Rooms
- ServiceNow ticket tracking
- Networking
- Imaging laptops
- This role is onsite
Keywords : IT Support, IT Analyst, Helpdesk, Helpdesk Analyst
What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here
Equal Employment Opportunity Statement
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Accenture is committed to providing veteran employment opportunities to our service men and women.
For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement
Please be aware that Accenture requires all contractors to be fully vaccinated as a condition of placement, abiding by applicable federal, state & local laws. Requests for medical or religious accommodation to this vaccination requirement will be reviewed if an offer is extended by the supplier.
Requesting An Accommodation for this specific opportunity
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are going to be placed on an Accenture project and require accommodation to perform the essential functions of the opportunity, you will be asked to participate in our reasonable accommodation process as it relates to the initial interview process and for ongoing support, you will need to consult your supplier as their reasonable accommodation process if an offer is extended. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.
Other Employment Statements
Applicants for placement consideration in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
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